Implementing Knowledge Management Software the Right Way

Knowledge base, one of the most critical elements of the self-service capabilities of a company, is a vital aspect of delivering a quality experience. Knowledge management software is one of the effective tools for telecom service providers that ensure consistent & accurate self-service support.

Why Existing Knowledge Bases Fail?
Almost every customer service provider begins working on its own knowledge base with a relevant list of files and documents. With time, this turns into a source of information with widespread information of lesser relevance, which needs to be edited & amended by experts.

However, such expert human resources are not able to dedicate much time to regularly update the database, due to other job duties aligned to them. So, an in-house knowledge management in the contact center transforms from a customized, useful solution to an outdated & expensive collection of less useful information.

Creating & Deploying an Effective Knowledge Base
If you are planning to deploy your first knowledge management system or upgrade an existing one, you should be ready to invest significant time & money.

lPlanning & Assessment: The first stage includes assessment of the specific reasons for use and the goals that you can target & measure. Based on the implementation and goals, you should plan the development and deployment of your knowledge management solution.

lGathering & Collating Information: The next step comes to finding out, where the relevant information is available and can be sourced from. This also includes dedicating specific resources for the creation, maintenance and timely update of the knowledge base with up-to-date information.

A contact center agent might find the job of developing and maintaining a database, interesting & fruitful. These knowledge workers should have access to the subject matter experts for the required knowledge, and need not be experts themselves. However, a senior management person should get involved in the process to help knowledge workers reach subject matter experts easily.

lImportant Features: Another important factor involves the consideration of necessary and required features of a knowledge management software. The functionality of the desired tool should include:

Semantic or natural language search
Multi-channel access to the knowledge base
Automated organization of documents
Article rating for accuracy
User profile-based information available
Predefined process for edits & approval
FAQs
Cost of Implementation: As discussed above, implementing & deploying a knowledge base needs service providers to invest significant costs, which depends on:
Deployment model choice
Customization level
Changes required for the appearance and user interface
Design of the database
Need of any upgrade to hardware or infrastructure
Integration with existing CRM, mobile apps, websites, and back office systems
lOngoing Maintenance: Once created, knowledge base needs regular updates that can be done by gathering feedback from customers as well as agents. Some databases might need dedicated resources to manage, verify, and update information, while updates for others can be automated.
Large businesses will generally have a number of products, services, and/or departments with separate editors to raise, verify, and publish suggestions.

The 80/20 Rule
This rule states that 20% of the content of a knowledge base can answer or resolve 80% of queries. This 20 % of documents will be dynamically updated with time, and service providers should plan on how to solve the remaining 20% of queries as well. Here, integrating knowledge management software with existing support means, including contact centers, communities, and forums, filling the knowledge gap.

Thus, developing, deploying, and implementing a knowledge base the right way is essential to quality customer experience. Further, continuous monitoring, update, and publishing of the accurate information is the key to a successful knowledge management system.

And, the quality self-service solution relies to a great extent on an efficient knowledge management solution.

3 ways to earn more money

Number 1: Get percentage instead of a fix rate. Okay, there are some situations where it can be better to take a fix rate instead of a percentage. For example, someone asks you to fix their personal air-conditioner. You would want to get a fix rate for that because your customer most likely wouldn’t get profit from getting their air-conditioner fixed.

How about if someone asks you to design their website and you expect that website to earn a lot of money because of your work? You have to appreciate the worth of your work and decide that you take percentage if that is what’s fair.

Number 2: Get jobs where you are good at. The key is efficiency. Choose something where you could be more productive the most. In this world, more productivity means more money.

Number 3: Hone a very special talent. Use this talent to be on top of your game. It’s true, nerds always win in the end.

Have any more tips on earning more money? Tell me about it on the comments section.

5 Best Adobe Mobile Apps for Graphic Arts Market

An artist needs to crave wonderful pieces of art by mixing in multiple elements in one simple frame. This needs proper composition of elements in a layout. If you are a budding creative graphic artist, then you should consider these quick tips to help your fantastic art piece. Adobe graphic specific mobile apps will surely help you out in carving some aesthetically appealing designs.

Adobe Photoshop Sketch:
Ever found out an inspirational design strike up with a few strokes of random doodle? Well, all this and much more is possible with Adobe Photoshop Sketch. You can draw your reference images, doodle it to add tweaks and can end up carving an astonishing art piece.

This app is a perfect match for those who need quick tweaks and doodle in their leisure.

Comp CC:
This is an incredibly useful application to lay out every design idea on your iPhone or iPad. The app allows creating a mobile mockup and helps in combining vectors, images, text styles and colors. This platform is a perfect place to explore and experiment different ideas before finally completing your project on Photoshop, illustrator or elsewhere.

Photoshop Mix:
Advanced simplification is what defines this creative application from one of the best mobile app company. You can use this application to merge images, remove backgrounds, add or remove objects in merely 15 minutes. It is incredibly easy to use this app before finishing up your design elsewhere.

Adobe Capture:
Capture your imaginations with Adobe Capture CC. This is a simple yet interactive app which makes doodling exceptionally easy. It allows users to creates color themes, vector shapes and add custom brushes from the camera.

Adobe Premiere Clip:
It is a fantastic application to grasp the fundamentals of video composition. It includes easy ways to combine images and texts with clips on the background. This mobile application is simple and quick in its own terms. Have fun with some of your leftover video clips and end up having something to remember.

This application helps users to create a story with what they have on their mobile devices, they can add soundtracks, images and much more to give it a special effect.

In a dire need of a customized mobile app? Consult a mobile app development company in Toronto today.